Senior Developer Support Engineer

Responsibilities

• Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion
• Operational management of Support tickets
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations
• Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices
• Collaborate with other departments in the company to achieve customer satisfaction
• Contribute to and maintain repository of product area specific knowledge and promote a culture of team knowledge sharing and collaboration within Support.

Requirements

• 5 years+ of technical support and/or software development OR 3 years+ of solid experience in a business or technical analyst role for medium to large scale business software implementation projects
• Strong analytical and problem-solving skills
• Self-starter — able to come up to speed on complex, difficult concepts with minimal assistance
• Ability to quickly context-switch between multiple complex work streams
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues
• Customer-obsessed attitude — a customer advocate, always going the extra mile
• Team player with solid communication and presentation skills
• Proactivity — identify opportunities and take preemptive action against potential problems
• Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans

Technical Domain Focus

• Knowledge of software development fundamentals and common architectures
• Knowledge of HTTP, encryption, basic security concepts
• Understanding of authentication and authorization concepts
• Knowledge of one or more auth protocols/specifications: Oauth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
• Proficient in at least one programming language; ideally JavaScript

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